Empire Today

Salesperson was great. Installation was awful! Non English speaking workers who didn’t care about anything. They broke my bed and desk, left oil stain in driveway, used restroom without permission I was offered a whopping $300 “as a courtesy “ for the damage. What a joke! Do not use this company!

STAY AWAY AND DO NOT DO BUSINESS WITH THIS COMPANY (Columbus, OH area office), AT ANY COST!!! They promised install of both LVP and carpet, which were both postponed on the mornings they were scheduled, costing us a week of vacation time in a completely upturned home. When they finally started the install, it had to be postponed again because they wanted nearly $2K more because the salesperson failed to properly account for necessary materials and the carpet installer wanted $5K CASH before they would begin even though the entire purchase had been financed (a completely unethical shakedown after the sale). After fighting through that, we were advised by the installers that an extremely excessive amount of one type of trim and carpet were ordered (at our cost), but not enough of the necessary trim, so it would have to be ordered and installed later. After WEEKS of phone calls, text messages and attempts to contact the salesperson, her supervisor, or anyone to discuss the situation, we are repeatedly run around on the customer service line and are still trying to get not only our complaints addressed but our installation completed. And don't even think about going there in person - the address online/Google for this office, is VACANT, and when I asked customer service for a correct location I was told CUSTOMERS ARE NOT ABLE TO GO TO THE OFFICE, ALL INTERACTION IS DONE THROUGH THE NON-EXISTENT CUSTOMER SERVICE LINE. This is not only a very nefarious way to do business, but also a HUGE RED FLAG that they know their business practices are extremely questionable. We should have done our homework better, as they have COUNTLESS Better Business Bureau complaints for similar issues, and we are now left with no options except to go through the arduous task of litigation for remedy. DO YOURSELF A FAVOR AND RUN THE OTHER DIRECTION, AND TELL ANYONE CONSIDERING THEM TO DO THE SAME!

They couldn't finish the installation, we already ordered the quarter round and no one reaching out to me to start the second installation. No one calling back and I called them many times they did not return my call to comeback and finish the project.

This entire experience has been terrible. They did an improper transition from living room to kitchen area which you can feel as you step between the two and consequently also caused a few of the planks to separate. Other planks slid leaving gaps where they didn't appear to be secured properly. Additionally, as they were finishing, apparently ran out of the proper style of plank and just installed 3 planks of a completely different sheen so they stand out from the rest. Over the course of the last year we made several attempts to have these issues corrected and have met with excuse after excuse of why they couldn't get back out to fix things. 9 months in, they finally managed to get some one to show up at the door with the wrong style of planks (not even close to what we had installed) to make the corrections so they were actually unable to fix the majority of issues. They did manage to glue down one of the loose planks only to have it now stick up permanently. We have been lied to on multiple occasions about scheduling someone to come out. After multiple times taking off work to be available, the dishonesty, poor quality...honestly we are done with them short of seeking some kind of compensation (wish us luck on that). I would not recommend them to anyone, ever.

This has been a pretty bad experience, The salesman was on time measured house then I picked out materials, now installers are here on time the job was supposed to be one day now it's turned into multiple days which isn't the issue now it gets worse they weren't supplied enough materials and the quarter round is the wrong color thinking this would be all the issues, but I was wrong it gets worse some time during install or removal there was a small whole put into the wall but it gets worse during removal of the toilets they broke 2 of the 3 water pipes now that caused water to leak onto my downstairs ceilings and has caused water damage, I immediately contacted empire today which upon talking to them I felt they didn't even care they told me they started a claim and I should hear from someone in 24hrs, so now I have no water to the house and now have ceiling and pipe damage, I'd think with something so serious they'd send someone out immediately to look at the issue and get it fixed, so no more damage is caused. So far it's been a nightmare. Will update with what resolutions are made.

This was the worst experience ever!!!! The guy who came out to sell me the floor was nice and knowledgeable. The crew who installed the floor were subcontractors. They were late and communication was poor. They started the job then left abruptly for about an hour and half. They left one crew member behind who laid on my floor and video chatted the entire time the crew was gone. I asked him what was going on and he informed me he didn’t speak English. I then I had to call Empire and they were able to translate. The crew member said they would be back soon ?????? They finally finished installing the floor around 9-10pm (they arrived around 3pm, they only had about 200 square feet to do). The floor is not level and in some places it is squishy. So, I phoned Empire, because you know there is supposed to be a lifetime warranty. Don’t believe this. They came out to look at the floor and informed me that floors will naturally have give!!!!! He said they would not be redoing the floor. None of the tiles are lifting. He tried to tell me the problem is my floor joists. So for amusement, I called out a specialist to inspect them, and of course just like I thought NOTHING is wrong with my floor joists or subfloor. They both are in good shape. With all that said find another company to do your floors ?

An empire salesman came out to our house to do an estimate. He was nice enough, but he was not in any way a contractor- he was 100% a salesman and only wanted to sell to us. It took him over an hour to measure less than 600 square feet of floors with a laser. Yikes. He didn’t do a great job explaining the difference between floor types. When we chose our favorites, he gave us estimates of over $10,000 for LESS than 600 square feet (!!!!!) for vinyl and laminate! Then he started tacking on all these “discounts” to make the price seem lower than what it was. Ended up being $4800 for laminate. He was in our house for 2 HOURS trying to sell us. It was beyond uncomfortable. We ended up going with a smaller company. Even after we told them we wouldn’t be doing business with them, they continued calling us trying to get us to change our minds. I probably wouldn’t recommend Empire unless you are looking for a corporate experience.

They laid it face down in our garage and didn't have a tarp as promised. My husband talked to them twice and they still didn't put a tarp down. We communicated that back to the company. We actually canceled the rest of the work. For two months, I have been pursuing them for a refund for the work not done. Two weeks ago for the third time that a check was in the mail and still haven't heard from them. It's been very painful and stressful. I wont be using them again. 

I am disappointed with the lack of communication because I had three conversation with him before I had to escalate it to the next level.

June 23rd, the installers show up about 8:30am (no call beforehand, but I was expecting them early...that's ok). One installer spoke English as a second language, the other installer spoke no English and needed the other one to translate for him. The installers forgot the transitions I needed for my rooms, so they stated I would need another appointment later to put those in. The product was correct, and they started ripping up my current melamine/fiberboard planks I was replacing. It was in the contract that they would remove/move furniture/appliances/fixtures as well. When they removed my toilet, they dropped it to the ground in my garage, breaking the bottom of it. I had to go to Home Depot while my wife stayed home to get a replacement toilet. I spent $113 on a new toilet and a wax seal. The installer mumbled something about it being reimbursed somehow. The installers were in my home from 0830 (8:30am) until 2330 (11:30pm) to install 411 square feet of vinyl plank flooring. This entire time, my garage doors (to the outside, and into my home...we have an attached garage) were open on a 90 degree day letting in heat and bugs for 15 hours. The installers also used my tools (they didn't have proper tools), stole drinks out of my fridge, used my microwave to warm up food, and used my phone charger so they could listen to profane/vulgar music at full volume on their phone while they worked (mind you, I have two children who were home at the time). Attached, you will see pictures of the incorrect/sloppy cuts that stick out not only from quarter-round moulding, but moulding AND wainscoting (about 2" from the wall), where they did not use any leveling compound, sanding, or underlayment to fix a section of subfloor that was uneven...and they didn't even finish the job that night. They left about 10 sq. ft. unfinished (subfloor exposed) stating they will be back the next day. In installing this, they also attempted to wedge my brand new refrigerator between my kitchen island and my countertop (stove/dishwasher) gouging and scratching the stainless handles permanently. The replacement handles (from GE), model# WR12X21070 are approximately $100 each. When arriving the next morning to "finish" the job, the installer came alone, and wanted to "caulk" the places in my bathroom floor where he left a 2" gap from the wall. I declined, and showed him the multiple places the planks were not sealed/locked properly, where there were gaps, where some vinyl was peeling because they used a low-tooth-count table saw instead of scoring/breaking the planks as directed. I also stated I wanted his insurance/bond information to make a claim to replace my refrigerator handles and reimburse for the toilet. He then went outside to make a call, then called me outside, to which he simply stated "if you're not happy with my work, I'm going to go, you can schedule for another installer to finish the job". I told him I at least wanted the floor "finished" as I was having out-of-state family visit the next morning. He refused, gave me the number to the local office, and left. (Did not provide insurance information.) I called the local office, and sent over pictures and explained everything that had transpired. They sent out their local "crew manager" Wednesday, June 28th to take a look. He came with another installer thinking there were only localized places that needed fixed. After he saw the floor, he agreed that the entire thing would need ripped up and replaced, and he would need more materials. He stated he was working on the local college's dorms during the week, but could do it Saturday (today). I texted the person I had been talking to at the local office at 10:01, and received no response. I then called the 800 number at 10:16, and they stated I would get a call from the installer on the status, and what time he would be at my home. At 10:35, the "crew manager" called me back, and stated he forgot he had his son today, would it be ok to send other installers. I agreed with the stipulation that they be installers he trusts, and are experienced. He stated that one installer would be experienced, and one would be someone from the original crew to "learn". I declined as I was told this crew would never again work in this area due to their performance, and I ONLY wanted experienced crew if he could not make it out personally. I am now awaiting a call back from this person to tell me if he found a sitter for his son, and when he will be at my home. Cost of floor+labor: $2150. Cost of toilet: $113. Cost of refrigerator handles: $200 Work still is not completed.

Our business transaction with this company resulted in a not so pleasant experience for us. Cheap price, numerous delays and reschedules and the foreign labor. I thought we were getting a superb deal on the pricing until I saw commercials showing the same price structure frequently. We had an additional 14 days of waiting after painting due to excuses of shortages of sales reps and installers. The house still was chaotic until items were put back. The labor was impolite, mannerless and no shoe coverings. I had to spend additional time recleaning up after them before moving items back because of what was left behind. I have to get use to the fact this is how American businesses are providing services. We are dealing with the devil. The only saving grace is the carpet looks nice and appears to be installed properly. We received exactly what we paid for. I will have to give myself serious thought to doing service with them in the future. There will be no recommendations.

Those of you who have had new carpet know the experience, its not pleasant during the work no matter what but they were in and out quickly and the end result was much better than before!

On Thursday, July 21st at 11:30 am I received a call from Empire telling me they had to reschedule my installation because they did not have any installers available in Columbus. I took 2 days off work for this installation. My house was a total mess due to having to move everything out of the rooms. I was very upset and was going to cancel my order. At that point I was transferred to Carlos. He said he could reschedule for the following Monday. I asked Carlos 'How do I know that come Monday, I won't get another call rescheduling my installation. He guaranteed that would not happen. That I would be his #1 priority. He even took $500 off my balance. On Monday, July 25th I called their customer service line and asked if my installation was still on. The woman stated that I was verified and should hear from the installer by 10:30. At 10:35 am I received a call from Empire saying they would have to reschedule my installation to the middle of August because they did not have any installers in Columbus. At that point, I told the woman that I wanted to cancel my order. They offered another $300 off my balance if I waited. I told her I was done with them. I missed 3 days of work for nothing. My house was a mess, and my stress level was over the top. I told them I wanted my down payment back. This is their entire business - but they do not have installers? If they know they do not have installers in Columbus, why do they continue to give customers an installation date just to call them and tell they they would have to reschedule? The days of missing work, tearing up the house in preparation for new carpet, and the inconvenience was too much. I will never use Empire again.

Initially, it went poorly. The installers were unprofessional and sloppy. One person even used my toilet and left "skid marks" on the ceramic. I was unsatisfied with the product and installation and complained. They sent the same people back to make the repairs!
Just 22 months later, the planks are curling on the sides. Because they didn't remove or clean the kitchen floor, there are now impressions of rocks and crumbs coming up through the vinyl. I had the carpet professionally cleaned, and now the carpet is buckling. I called Empire to have this fixed and told them it was an emergency because I am in contract to sell the house. I also listed all of the problems I was having. They said they would still charge me and they wouldn't come out for almost a month. I thought Empire's big thing was customer satisfaction. I am so angry to be treated so unprofessionally with no regard to customer service. Please don't use Empire.

The salesman was prompt. He was in my home nearly 4 hours but to be fair that included measurements. The installation was scheduled for today. Install begins as early as 8 a.m. until 6 p.m. As per their instructions I removed all pictures, knick knacks, made arrangements to have pet out of the way. I adjusted my routine with kids, turned down a work assignment & other things to be there. A rep with a bad attitude called at 11:00 to say they had "no installer" & would have to reschedule it another 7 days out. I told the rep that I would prefer to cancel and she said she would have to transfer my call. She got back on the line saying that no one was answering so she would begin the cancellation process. I lost all confidence in this business based upon this experience and Do NOT recommend them.

I've got bad knees, so I was looking for a carpet that wouldn't bunch up when I use my walker or my office chair on it. The salesman kind of talked me into getting the carpet I wanted, and supposedly had the installer on the phone who stated they could glue down my carpet to suit my needs. He assured me it would not look like or be indoor/ outdoor carpet. I accepted the estimate and agreed to void the padding since they were gluing the carpet down. On the day of the installation, a crew of three arrived. They came in and advised they were sub-contracted by Empire Carpet. They looked around and had a odd look on their face (almost like they were thinking they were not going to be moving my furniture). One of the men stated it would be a two day process because they needed to prep the floor and stated this before even pulling back my carpet to see what was underneath. I ok'd it. One of them got on the phone and was talking to his boss and after the call advised that they needed to schedule for the two day process and would be calling me back. I never received a call. I finally got a hold of them after about 5 attempts. The woman that I finally spoke with, advised me that their crew would not be doing the job because there was pee all over my carpet. She said they would get back with me. I told her that I didn't understand because my carpet had no odor and was not wet and even asked if she had the right account in front of her. I asked her why the guys were talking to me about the gluing down process if they noticed any type of odor or wetness. Not a word was mentioned while the guys were at my house. I never heard from them again and continued to call back and leave messages. I called my sales representative and told him what was going on. He advised that he had already talked to them but didn't recall smelling anything while he was at my house and didn't know why they were refusing the job. He then stated that he thought maybe they were just avoiding doing the work. He said he would call back and I've yet to hear from as well. I eventually received a call from the installation department and his name was Chris. He advised that he needed to come out and do an inspection. I asked him what for and who was requesting it. He said that I was the one who requested the inspection. I advised him that I had not requested any such thing. He wanted to come out that afternoon but I already had appointment scheduled, but agreed to let him come out the following day. He came and looked around and was smelling and taking pictures of the furniture that I had contracted with Empire to have moved by the installers. He stated that he was going to contact his boss and that someone would be contacting me within the next hour or so. I told him that I no longer wanted the carpet glued down, and instead wanted the padding. A couple of hours went by and someone name Tim called from the installation department and said that they would pay for the padding and that it could be installed on the following Monday and that it would be a different installation crew that was going to do the job. I was never apologized to for the blatant lie regarding urine and odor coming from my carpet and I feel I deserved one. I feel this was extremely unprofessional behavior and because of this I would not recommend this company to others.

The installers were excellent and the company gave me half off. They were very good.

We had an issue with the original laminate product we selected and Empire worked with us to correct the situation. Amy Lutz was very professional and provided excellent customer service. We are very happy with the hardwood that we selected. The installers took their time and did an excellent job.

I had a leak and they had to take the floor up and they scratched and scuffed up the existing base boards. I called them to complain and they said that they would come back out and they never came back. There wasn’t enough samples to choose from to match the cabinets. The samples did not show the not holes in the flooring when I initially chose the flooring. I also had problems with them bringing what I ordered.

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I, initially, had Empire Today come to my home to quote Luxury Vinyl Tile installation for my kitchen.  In the beginning, I was very pleased with their ability to negotiate in an effort to meet my budget.  After committing to the purchase, I did research and read some negative reviews.  I became nauseous.  I contacted my salesperson, Terry, and he assured me he wanted me to be completely comfortable.  He told me to consider it more and cancel if I didn't have "warm fuzzies".  I had other companies come to give me quotes.  I called Terry and told him that I was going to continue with Empire only because I had confidence in HIM.  The reviews I read were often negative because of scheduling and, up to that point, I had no problems.  HE came when he was supposed to come, HE called when I need him to call, and HE scheduled the installation.  I figured I had nothing to worry about.  My installation was scheduled for August 14/15.  On or before the 13th, I received a confirmation email and phone call to solidify the installation.  Then, on the afternoon before my installation, the 13th, I received a call from Paul stating he was sorry that they would NOT be doing the installation the following day because he did not have installers.  This was not because they called off, this was because Terry scheduled the installation without confirming with the company the availability of installers.  I placed my order on Wednesday, Aug. 5th.  Terry didn't put in the order for Paul to see until Monday, Aug. 10th.  On August 10th, Paul and Terry both knew that the installers were not available.  I spoke to Terry on the 11th and the 12th and he reassured me that I would be pleased with my decision.  He knew I was concerned about timing as I needed to go back to work.  All this time, I was sharing my concerns with Terry and I was telling him HE needed to make sure I was taken care of and he continued to blow smoke!  When I talked to Paul again and he restated that there was nothing he could do and I would need to reschedule for the week of the 24th, I CANCELLED!!!!  He wanted to blame everything on Terry, the salesman.  Terry was to blame!  I told Paul that he was also to blame because he knew on Monday morning that he could not provide the service, but he waited until Thursday to inform the consumer.  I could have ordered with another company and had them install on the 14th/15th.  I am now having another reputable company install my floors tomorrow, the 21st.  Additionally, Empire Today charged my credit card the full amount (not just a deposit) on the day I ordered, but yet I am still waiting on the refund to my account a week after my cancellation.  This is not because of my credit card company!  When I called today, I learned that they have all of these hands cancellations must go through before the money is refunded.   I'm so disappointed I wasted all this time and energy on a company that does not do what they say they are going to do!!!!!!

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We decided to go with Empire TODAY LLC, Our quotes from different companies were all over the place from 6,000-9,000. We originally were going to go with laminate thinking that hardwood would have been too much for our budget. After working with us on the price we decided to do our whole main level of the house done in hard wood flooring. Very Professional, clean, on time, worth the money spent for sure.
From the sales (Alex) person to the Floor installation (Alex Mendez) and clean up my husband I are VERY pleased with the work that was done. They did exactly what they said they would do and even lowered the original price.

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